Towards electronic Customer Relationship Management: An e-CRM Solutions Development Methodology

As the businesses get into fiercely competitive world, the importance of customer is felt more and more. Today organizations can't make it faraway without giving attention to their customer's needs. For this purpose organizations try out many concepts which can help them be leader in managing their customers. One such concept is the Customer Relationship Management (CRM). CRM has come a long way since its inception in business circles and its major change is felt in today's internet era. The internet has given rise to the e-CRM. The concept of e-CRM is to manage the customers through the Internet. In deploying CRMle-CRM solutions, organizations don't tend to plan strategically and also don't have a proper methodology in place that will guide them in rolling out their customer initiatives at any stage of their CRMle-CRM. By Taking the above view into consideration, this article will try to define CRM in its real context, analyze the impacts of intent on it, evaluate the benefits and challenges developed by internet on customer scene. After this a positional matrix will be shown that will guide organizations to position themselves on their road towards e-CRM. A guiding methodology known as e-CRM solutions development methodology will be proposed, that will guide the organizations to go through a well-defined plan to ensure the success of their customer initiatives at any stage of the positional matrix.